Complaints Review & Prevention Manager

About the role

The Complaints Review & Prevention Manager will lead Standard Bank Group's end‑to‑end complaints management process in Kenya. You will ensure swift resolution of customer issues, drive root‑cause analysis, and implement corrective and preventive actions while maintaining strict regulatory compliance.

Key responsibilities

• Oversee the full lifecycle of customer complaints, from intake to resolution.
• Conduct root‑cause analysis and track corrective/preventive actions.
• Maintain compliance with Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards.
• Develop and present MIS reports, dashboards, and performance metrics to identify trends.
• Generate actionable insights to reduce friction, prevent recurrence, and enhance the overall client experience.

Required profile

• First degree in Business, Commerce, Banking, Finance, Accounting or a related field.
• 5‑7 years of experience in complaints management, service recovery or client experience within banking.
• Strong knowledge of Kenyan banking regulations and consumer protection standards.
• Proven ability to lead continuous‑improvement initiatives and drive data‑based decisions.
• Professional certification in Customer Experience Management is a plus.

Required skills

• Data analysis
• Management Information System (MIS) reporting
• Dashboard development
• Performance reporting
• Root‑cause analysis
• Banking regulatory knowledge
• Governance, risk and compliance expertise
• Product knowledge in banking services